Emma User Guide

Version: 2.12.8

Emma User Guide i

Contents

Getting Started with Emma .............. 2Prerequisites ................................................ 2Installation ................................................... 3

Installing Emma............................................ 4Uninstalling Emma........................................ 4

Start and registration .................................. 4Starting Emma............................................. 4Register........................................................ 5Log in.......................................................... 5Forgotten Password..................................... 6Changing Password..................................... 7Changing the Proxy Settings........................ 7Updating User Data..................................... 7

Network connections .................................. 8Working Online/Offline.................................. 8Enabling peer-to-peer (P2P)......................... 8Changing the Proxy Setting.......................... 8

Help Information .......................................... 9About Emma................................................ 9About the User Guide.................................. 9About the FAQ............................................. 9

Updating Emma ........................................... 9

Understanding the Work Area ........ 10Work Area .................................................. 10Changing the Work Area ........................... 10

Moving Frame Boundaries.......................... 10Changing to a Side By Side layout............. 11Changing to a Compact layout................... 11Changing to a Moveable layout.................. 12Hiding Parts of the Work Area.................... 12

Information stored when Emma is closed..................................................................... 12

Connectors ..................................... 14Connector Overview .................................. 14Connector Details ...................................... 15Connecting a Connector ........................... 15

Deregistering a Connector.......................... 16Renaming a Connector.............................. 16

USB (DCU-65, EC700, EC200) .................. 16Changing Connector USB SpeedPreferences ................................................ 17

Services ........................................... 18Service Details ........................................... 18Service List ................................................ 18

Sorting the Service List.............................. 18Changing Columns in the Service List......... 18Filtering the Service List............................. 19Service Information..................................... 19Service Types............................................. 19

Running a Service ..................................... 21Managing Local Services .......................... 22Downloading Services ............................... 22Aspects of large files ................................ 23

Security ........................................... 24USB Activation dongle .............................. 24

Installing Software for Activation Dongle...... 24Getting a New PIN code............................ 24Testing the Activation Dongle...................... 24

Tutorials ........................................... 25

Flashing Phones ........................................ 25Customizing Phones ................................. 25

Running a Quick Customize or CustomizeService....................................................... 25Running an Activation Service.................... 26Running a Service Exchange Unit (DPY/Z)Service....................................................... 27

Parallel Flashing of Phones ....................... 28ITP/Test ...................................................... 28

Getting an USB Phone Back to Normal...... 28

Troubleshooting .............................. 29Recommendations for Successful Use ofEmma ......................................................... 29Log in Problems ........................................ 29Identification Problems ............................. 29Service Problems ...................................... 29Activation Dongle Problems ...................... 30Removing USB Devices ............................ 31

Removing a USB Device............................ 31Automatic Removal of Unused USBDevices...................................................... 31

Support ........................................... 32Support Functions ..................................... 32Reporting an Error ..................................... 32Finding the Emma Log File ....................... 32Emma Log Level ........................................ 32

Emma User Guide 2

Getting Started withEmma

Emma is a Sony Mobile application used for updating, customizing and activatingphones and accessories. These operations are performed in services that are run inEmma.

There are two different start modes for phones and accessories:• Flash mode - this is used when "flashing" i.e. updating or customizing a phone

and for activation of some phone models. To set a USB phone in flash modeyou power it off and then press and hold the C-button while you connect thephone to the USB cable.

• Phone mode - this is used when activating some phone models. The phone isusually powered on before you connect it to the USB cable.

For more specific instructions please see the phone/accessory documentation.

You connect the phone or accessory to your computer through different types ofconnectors (USB cable) depending on the phone model and working environment.You need a user name and password to be able to use the application.

Prerequisites

AdministratorYou must be administrator on your computer to be able to install and run Emma.

Operating SystemsThe following operating systems are supported by Emma:

• Windows XP (Service Pack 2 or later)• Windows Vista• Windows 7

Other HardwareRequired hardware for using Emma:

• One or more of the following connectors/cables: USB (DCU-65 FastPort,EC700 Micro USB Cable, EC200 Mini USB Cable).

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• A USB Activation Dongle for activation services.Note: We recommend that the USB cables are connected directly to thecomputers USB sockets. If a hub is used, it should be a good quality USB 2.0hub, with external power supply.

PC RecommendationsRequired PC hardware for using Emma.

Requirement PC HardwareMinimum PIII 1.0 GHZ 512 MB RAM (Windows

XP SP2)1.0 GB RAM(Windows Vista/7)

Recommended P4 2.0 GHz 512 MB RAM (WindowsXP SP2)1.0 GB RAM(Windows Vista/7)

High volume, parallelflashing

P4 3.0 GHz 1.0 GB RAM

Note: If you do not follow the recommendations Sony Mobile can not guaranteethe functionality.

Parallel Flashing RecommendationsYou can flash up to ten phones at the same time depending on hardware.

User TypesDepending on what user level you are on you will have different needs on hardwareand performance.

User type Services per day ExampleLow volume < 1 Single user

Medium volume < 10 Service center

High volume > 10 HVC (High VolumeCenter)

Internet Bandwidth RecommendationsTo guarantee communication with the Emma server a recommended Internetbandwidth has been estimated below. If you do not follow the recommendationsSony Mobile can not guarantee the functionality.

User type Recommended Internet BandwidthLow volume 1.0 Mbps (available capacity)

Medium volume 4.0 Mbps (available capacity)

High volume 10 Mbps (available capacity)

Installation

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Installing EmmaBefore you can use Emma you need to download and install it on your computer.

1. Go to http://emma.extranet.sonyericsson.com/ .2. Click Download Emma.3. In the File Download window, click Save.4. Choose where to save the file.5. Wait for the download to finish.6. Browse to where you downloaded Emma.7. Double click the Emma Setup file. If you see the Internet Explorer - Security

window, click Run.8. Choose the language you want to use during the installation. Click OK.9. In the Emma Setup window, choose the path where you want Emma

to be installed (you should use the default path to simplify support andtroubleshooting). Make sure there is no existing Emma installation in the pathyou choose. Click Install.

10. Wait for the installation to finish.11. In the Emma Setup window, click Finish.

Note: Additional components may be installed as Emma starts up.

Uninstalling EmmaIf you do not want to have Emma on your computer you can uninstall it.

1. In Windows, click Start > All programs > Sony Mobile > Emma > Uninstall .2. In the Emma Uninstall window, click Yes.

Start and registrationStarting EmmaAfter you have installed Emma you can start the application.

1. In Windows, click Start > All programs > Sony Mobile > Emma > Emma .2. Wait for the application to start.3. The Log in window is shown.

To start using Emma you need to log in. If you are a new user you must first register.If you use a proxy server to access Internet you may need to change your proxysettings.

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RegisterYou must have Internet access to register as an Emma user.

1. In the Login window, click New user registration.2. In the New User Registration window, enter your information in the fields. You

can get help with the different fields by placing the cursor over a field. There aresome mandatory fields that have to be filled out correctly. These are markedwith a grey round check box and when a field is correctly entered the roundcheck box will turn green.

3. Click Submit (you can not do this until all mandatory fields are filled outcorrectly). If something is wrong with the registration an error message isshown. In that case, click OK to return to the Login window and if possible startagain on step 1.

4. In the Emma Information window that says Registration successful, click OK.

A Regional Emma administrator need to accept and activate your account (takesabout a week). You will get a notification email when the account has been activated.Then you can login. For internal users see the Emma Team site.

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Log inEmma will first try to log in on the server, but if no server connection is available locallog in will be attempted. Local log in will only work if you have logged in on the serverbefore.

1. In the Log in window, enter your user name and password in the fields.2. Click Login.3. Wait for the application to start. If something is wrong with the log in an error

message is shown. Try to follow the suggestions. Click OK.

The first time you log in to Emma a welcome screen is shown with information onhow to use the application. This information can later be found by clicking Help >Welcome in the Main menu.

In case the following dialog occurs, please reboot your computer. The reboot willensure that the drivers not fully installed will be installed. Emma won’t start until thedrivers are correctly installed.

In case the following dialog appears a driver was not correctly installed (a rebootwon’t fix this) and you will need to do this installation manually, please see the Emmaweb site for further details about Root hub filter drivers.

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Forgotten PasswordIf you forget your password you can apply for a new one to be sent to your e-mailaddress.

You must be online to get a new password.1. In the Log in window, click Get new password.2. In the Get new password window, enter your user name and e-mail address.3. Click OK.4. An information window tells you that a new password has been sent. Click OK.

If something went wrong an error dialog is shown. Follow the suggestions, clickOK and start again with step 1.

Changing PasswordIf you are online and already logged in you can change your password in thePreferences window.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window, click User settings in the menu to the left.3. Enter your new password in both Password and Confirm password.4. Click OK.

Changing the Proxy SettingsIf you use a proxy server to access Internet you may need to change your proxysettings.

1. In the Log in window, click Settings.2. Change the settings to the one that applies to you. If you choose Manual proxy

configuration you must enter the proxy servers name and port number in thefields.

3. Click OK.

Updating User DataIn the Preferences window you can change your user data, e-mail address, phonenumbers etc.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window, click User Settings in the menu to the left.3. Change your user data in the fields.4. Click OK.

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Network connectionsWorking Online/OfflineIf you work online it means that Emma communicates with the server and has accessto all services. Services that you have used online are stored locally (except for theActivation service) and you may later use them when you work offline.

1. Emma will always be in online mode if Emma can communicate with the server.2. If the server cannot be reached Emma will be in offline mode but will

automatically go online when the communication with the server has beenrestored.

Enabling peer-to-peer (P2P)If you want to download files you can get them from a neighboring Emma user, a socalled peer, instead of downloading them from the server. A neighbor is a computerbehind the same router or firewall.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window, click P2P in the menu to the left.3. Choose Use Peer-to-peer file sharing to share software files with users in

your local network to share files with your peers.4. Click OK.

Changing the Proxy SettingIf you use a proxy server to access Internet you may need to change your proxysetting. The default setting, Automatic proxy configuration, will work for most users.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window, click Proxy in the menu to the left.3. The HTTP proxy is used by Emma to contact the server. Change the settings to

the one that applies for you.4. The SSL proxy is used by the USB activation dongle when running the

activation service. Change the settings to the one that applies to you.5. Click OK.

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Help InformationAbout EmmaNew versions of Emma are released on a regular basis (you do not need to installthese since Emma will update automatically). If you need to send in an error report itis important to know what version you are using.

1. Click Help > About Emma in the Main menu.2. In the About Emma window you can see information about the version.

About the User GuideThe documentation for using Emma is found in this User Guide. Help topics areupdated periodically. The User Guide exists as an online help and as a printabledocument.

• For the online version: Click Help > Help Contents in the Main menu, or Click Help > Search to search for a specific subject.

• For the printable version: Go to http://emma.extranet.sonyericsson.com/ .

About the FAQIn the FAQ document you find answers to the most common questions about usingEmma. The FAQ document is updated periodically. The FAQ exists in an onlineversion and as a printable document.

• For the online version: Click Help > FAQ in the Main menu.• For the printable version: Go to http://emma.extranet.sonyericsson.com/ .

Updating EmmaEmma will update to the latest version every time you login and periodically check forupdates in the background. You can also manually check for updates.

1. Click Help > Check for Updates in the Main menu.

If an update exist, Emma will download the update(s) and restart.

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Understanding theWork Area

Work AreaThe Emma work area consists of a Connector overveiw frame, a Connector Detailsframe, a service Details frame, a Main menu, a Toolbar and a status bar.

Note: If you start Emma for the first time or there are no registered connectors,the Service details section shows instructions on how to use Emma.

In the picture below the user has registered connectors, selected a service andidentified a device.

A. Main menu: The content in the Main menu can differ depending on your userpermissions.

B. Toolbar: Shows a number of shortcuts to some functions.

C. Connector Overview: A list of all registered connectors.

D. Connector Details: If you click on a connector in Connector Overview, informationabout it and the connected device/phone is shown here.

E. Status Bar: This area contains information about devices being connected andnetwork status (working online/offline and peer-to-peer status).

F. Service Details: Either this area shows general instructions on using Emma or a listof available services. When running a service, information about the progress will beshown here.

Changing the Work AreaYou can change the look of the work area by hiding parts of it and by moving theframe boundaries between Connector Overview, Connector Details and ServiceDetails.

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Moving Frame BoundariesYou can click and hold a frame boundary between the Connector Details, ConnectorOverview and Service Details areas, and drag them to make them smaller or larger.

1. Click and hold on a frame boundary.2. Drag it to the wanted size.

Changing to a Side By Side layoutYou can choose a Side By Side layout.

1. Click View > Layout in the Main menu.2. Click Side By Side.3. The work area has changed to a Side By Side layout.

Changing to a Compact layoutYou can choose a compact layout.

1. Click View > Layout in the Main menu.2. Click Compact.3. The work area has changed to a Compact layout.

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Changing to a Moveable layoutYou can choose a moveable layout.

1. Click View > Layout in the Main menu.2. Click Moveable.3. The work area has changed to a Moveable layout.

Hiding Parts of the Work AreaYou can hide the Toolbar in the working area.

1. Click View > Toolbar in the Main menu to hide (uncheck) it.2. Click again if you want to show (check) the Toolbar.

Information stored when Emma is closedSome information is stored by Emma when you close the application.

• The layout of the work area

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• Registered connector names and types• Visibility of the Welcome screen

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ConnectorsThere are a number of different connectors/cables you can use with Emma: USB.

Connector OverviewIn Connector Overview you can find information about registered connectors anddevices/phones that are connected to them.

A. Connector Icon: Shows the type of connector

Icon Connector TypeUSB

B. Name: The connectors name.

C. Model: The model of the connected device/phone. It is only shown afteridentification.

D. Status: The status can either be a progress bar or an icon

Icon StatusAttention needed

Service completed successfully

Service failed

Service aborted by user

Progress bar

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Note: Connectors can be sorted by clicking one of the column headers. If youclick the same header again the sorting order will be reversed.

Connector DetailsIf you click on a connector in the Connector Overview, information about it and theconnected device/phone (if any) will be shown in the Connector Details area.

A. Connector: Information about the connector, name, type etc.

B. Connected Item: Information about the connected device/phone, model, software,customization, file system etc.

Connecting a Connector1. Make sure that the battery on the phone is fully loaded.2. Power off the phone.3. Remove and replace the phone battery.4. Connect the phone (or other device) to the connector. Press and hold the C-

button (or equivalent) if it is a USB-phone.

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5. Emma will automatically suggest a connector name.6. In Service Details, a text informs you of the identifying progress.7. The locally stored services(services that you have downloaded before) that

corresponds to this device can be found under Service Details. if locally storedservices are empty new ones can be downloaded/updated from the server.

8. You can now flash the device/phone. See Running a Service on page 21 .

Deregistering a ConnectorIf you have no need for a connector you can deregister it. Only USB cables needto be deregistered from within Emma, all other connectors will automatically bederegistered when disconnected. If you are running a service with the connector youcan not deregister it until the service is finished.

1. Choose a USB connector in Connector overview.2. Click the Deregister Connector icon in the Toolbar.

3. In the Deregister Connector window, click Yes.

Renaming a ConnectorYou can rename a connector after you have registered it.

1. Choose the connector in Connector Overview.2. Click in the field with the connector name in Connector Details.3. Change the name and press ENTER.

USB (DCU-65, EC700, EC200)USB cables are used by most new phones.

DCU-65 FastPort

EC700 Micro USB Cable

EC200 Mini USB Cable

When working with a USB cable you should follow this work order:1. Connect the USB cable to your computer, see Connecting a Connector on

page 15 .2. Connect a device/phone to the USB cable, see Connecting a Connector on

page 15 .3. Register the USB connector, see Connecting a Connector on page 15

(only needed once per port).

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4. Flash the device/phone, see Running a Service on page 21 .

Note: You do not have to install drivers for the USB cable. They are installedautomatically by Emma.

Changing Connector USB Speed PreferencesYou can change the speed for an USB connector to Hi-Speed when using a DCU65Cable.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window click Connector in the menu to the left and then

USB.3. In the USB window you can choose to enable Hi-Speed by checking the box.4. Click OK.

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ServicesServices is the main function in Emma.

Service DetailsService Details can show different types of information, progress of identification,the Service list, prompts when running a service, start mode buttons, etc. Whenidentifying, running a service etc. a service log is shown at the bottom of ServiceDetails.

Service ListThe Service list in Service Details shows services that are available locally (that youhave used or downloaded before) and match the identified phone. When you havemade a search, the list shows services that can be downloaded.

Sorting the Service ListIf you sort the service list it is easier to find what you are looking for.

1. Click on one of the column headers to sort the list based on that column. Thecolumn is sorted in an ascending order.

2. If you click on the same column header again you get a descending sortingorder. The current sorting is indicated by an arrow in the column header.

Changing Columns in the Service ListYou can also choose which columns you want to be present.

1. Right click on the Show or Hide column button under the Server Search button.2. Select which columns you want to be present.

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Filtering the Service ListTo make it easier to find a service you can filter the service list.

1. Enter your search terms in the field Filter Results at the top of the service list.(Use space to separate words, filtering is not case sensitive.)

2. The service list is updated as you enter each character.

Service InformationWhen you click on a service in the Service list, information about it is shown at thebottom of Service Details under Service Properties. If you want more information clickon the link Show file information.

Service TypesServices you can use in Emma.

Service Description Impact on user dataCustomize Includes a full software

flash and will alsochange customizationdata. After running thisservice you need to runan activation service tounlock the unit.

All user data is erased.

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Service Description Impact on user dataQuick Customize Includes a full software

flash and will alsochange customizationdata. This service isonly available for scriptswith the same simlockas the connectedphone. No activation isneeded afterwards.

All user data is erased.

Activation Unlocks the phone(Simlock). Onlineservice only. Note: USBActivation dongle isrequired to run thisservice type.

Refurbish Refreshes allcustomization dataand sets the unit tofactory default. Includesa full software flashbut will not changethe customization.Phone model andthe customizationwill determine whichservices are available.

All user data is erased,including data on built-in "SD card" memorywhere applicable.

Software UpdateContent Refresh

Refreshes allcustomization dataand sets the unit tofactory default. Includesa full software flashbut will not changethe customization.Phone model andthe customizationwill determine whichservices are available.

All user data is erased,except data on built-in "SD card" memorywhere applicable.

Software Update Updates software.The phone model andthe language, or thecustomization decidewhich services areavailable.

On Symbian basedmodels, all user datais erased. For all othermodels no user data iserased.

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Service Description Impact on user dataWiFi MAC addressSubstitution

Acquires requirednumber of new WiFiMAC addresses fromEmma backend andwrites them to theproduct. The numberof MAC addressesinvolved depends onthe product. Old (ifdefined) and new MACaddresses are writtento the service log duringservice execution.Please note that thisservice type is an onlineonly service type. Alsonote that this servicetype is offered only to alimited set of products.

Reset Used for services likePhone Lock Reset. Thephone model decideswhich services areavailable.

Settings Used for services likeHalf Rate On. Thephone model decideswhich services areavailable.

View Used for services likePhone Lock View. Thephone model decideswhich services areavailable.

Advanced ContentLoad

Used for ITP service.Needed if you want torun the unit in SERP.The unit model decideswhich services areavailable. After runningan ITP service see6.7 ITP/Test on howto restore the unit tonormal use.

Running a ServiceServices are chosen from the Service list in Service Details. You need to download aservice if it is the first time you are using it.

1. Connect a connector to your computer and a phone/device to the connector,see Connecting a Connector on page 15 .

2. Wait for the identification to finish.3. Emma automatically shows local services that match the phone and shows

them in Service Details. If you do not see the service you want, click ServerSearch in Service Details. Emma downloads a list of all matching services.

4. Choose a service from the service list in Service Details.5. Click Apply Service in Service Details.

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6. If you have not used the service before, the Confirm download window isshown, click OK. Otherwise go to step 8.

7. When the download is finished the service will start to run.8. When the service is running different prompts will be shown in the Service

log in Service Details. Some of these need your attention. If this is the case,an attention icon is shown in Connector Overview. Make your choices if theprompts ask you to.

9. In the message window that tells you that the service was successful, clickDone.

Note: After you have run a service successfully you get the suggestion"Automatically run this service…" in Service details. Mark the checkbox if youwant this. This is useful if you want to run the same service on many devices/phones.

Managing Local ServicesYou can update and remove services that you have downloaded to your computer.

1. Click Tools > Manage Local Services in the Main menu.2. In the Manage local services, all services that are stored locally are shown.3. You can filter the list by entering any number of characters in the field Filter list.4. Choose a service by clicking in its checkbox. You can choose several services.5. To update a service, click Update Selected. To remove a service, click Delete

Selected.6. If you choose to update a service and there is an available update, the Confirm

download window is shown, click Yes. If you choose to remove a service theConfirm Delete window is shown, click OK.

Downloading ServicesYou can download most services to your computer. After a service has beendownloaded it is available in the Manage Local Services window.

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1. Click Tools > Download Services in the Main menu.2. In the Download Services window, use the top part of the window to search

for services. Use the service name field to search for services by name or salesitem. You can use wildcards to search (use * for zero or more characters and ?for exactly one character). You can search for services that were created and/or modified between specified dates. To do this click on the plus sign in frontof Search By Dates to expand it. To specify a date, click on the correspondingicon next to the date field to open up a calendar, and then select a date. ClickServer Search to start a search.

3. All services matching the search are shown in the list. You can filter the list byentering any number of characters in the field Filter list.

4. Choose the service you want to download. You can choose up to fifty servicesat the same time.

5. Click Download Selected.6. In the Confirm download window, click OK.7. In the Downloading window you can follow the progress.

Aspects of large filesWhen a service is downloaded for the first time, Emma will also download all requiredfiles, e.g. phone software files. For some phone models the required files may be verylarge, up to several GB. In locations with limited bandwidth, download times can beseveral hours. To mitigate problems that can result from long download times, theEmma user is advised to consider the following alternatives:

1. Download services in advance (see Downloading Services on page 22 ).A download can be initiated to run off-hours, e.g. over night. The user wouldthen not need to wait for the files to download before the service in question isapplied.

2. In an environment where Emma is used on several PCs, make sure the P2Pfeature is enabled (see Enabling peer-to-peer (P2P) on page 8 ) on all PCson the local network. When using P2P, Emma running on PC (A) may providea large file to an Emma instance running on another PC (B) on the same localnetwork. Emma running on B would then not need to download the file fromthe Internet. Note however that this works only if Emma running on A hasdownloaded the file completely.

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SecurityYou need an USB Activation dongle when you run the Activation service. Servicecards are no longer supported by Emma.

USB Activation dongleYou need a dongle to use the Activation service. If you enter an incorrect password(PIN code) three times, the dongle will stop to function.

Installing Software for Activation DongleYou need to install Middleware for the Activation dongle to work. Please uninstall anyprevious versions of SafeSign or RaakSign before continuing with the installation.

1. Go to http://emma.extranet.sonyericsson.com/ .2. Under Downloads, click Drivers.3. Under Non Product Specific, click Activation Dongle.4. If the File Download window is shown, click Save.5. Choose where to save the file. Click Save.6. In the Download complete window, click Close.7. Extract the file and choose where to save it.8. Go to the folder where the files were extracted.9. Double click on the file SafeSign-Identity-Client-3.0.33-user.exe.

10. Follow the instructions to install the Middleware on your computer.

Getting a New PIN codeIf you enter the wrong PIN three times the dongle will be locked.

A popup window will display that the dongle is locked, and you need to contactyour local SEMC Customer Service representative in order to have the PIN reset.Forgotten PIN can be retrieved by contacting your local SEMC Customer Servicerepresentative.

Testing the Activation DongleBy visiting the Dongle test page you can test the activation dongle.

1. Go to https://cssemla.extranet.sonyericsson.com/ .2. In the Choose a digital certificate window, click OK.3. In the Enter PIN window, enter your PIN code, click OK.4. If a test page is shown the activation dongle is working properly.

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TutorialsBelow is a list of tutorials that will help you get started using Emma. Before goingthrough the tutorials, it is helpful to know how the work area, connectors andservices work.

Flashing PhonesHow to flash phones in Emma.

1. Connect a powered off phone to a connector. If you are using a USB cableyou must press and hold down the C-button (or equivalent) on the phone whileconnecting.

2. Wait for Emma to identify the phone. When identification starts you can releasethe C-button (or equivalent).

3. Emma automatically makes a local search for services. When the identificationand search has finished, the list is shown in Service details.

4. If the service you want is not in the list, click Server Search in Service Details.Emma downloads a service list to Service details.

5. Choose a service from the list. Click Apply Service in Service Details.6. If the service requires an USB Activation Dongle, enter the PIN code.7. Wait for the service to finish.8. Disconnect the phone.

Customizing PhonesTo customize a phone there are two services available, Customize and QuickCustomize.

Quick Customize - Available for phones and scripts where the simlock does not needto be changed. Only available for some models.

1. Run a Quick Customize (gives the phone a new customization).

Customize - Available for phones and scripts where the simlock needs to bechanged. Available for most models.

1. Run a Customization service (gives the phone a new customization and locksit).

2. Run an Activation service (unlocks the phone).

Note:• For each customization service only Quick Customize or Customize will be

available. Both services will never be available at the same time for the samecustomization.

• Some phone models requires a "Service Exchange Unit" service (resets thephone to factory default) before customization. Information about this is shownin the Connector Details view after a phone has been identified.

Running a Quick Customize or Customize Service1. Connect a connector to your computer.

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2. Make sure that the phone battery is fully charged.3. Power off the phone.4. Remove and re-insert the phone battery.5. Connect the phone to the connector/cable. If it is a USB-connected phone,

press and hold the C-button (or equivalent) on the phone when connecting.6. Wait for the identification to finish.7. If you see the customization service you want in the Service list go to step 8.

Otherwise click Server Search in Service details.8. Click on the customization service you want in the Service list.9. Click Apply service in Service Details.

10. Wait for the service to finish.11. Disconnect the phone from the connector.12. Power on the phone to make sure it works.13. If a Customize service has been used (not Quick Customize) an Activation

service must be run.

Running an Activation ServiceThere are two different Activation Services supported by Emma and which of themto use depends on phone model. If you are not sure which Activation Service to useassume Flash Mode Activation and if no Activation Script available with this approachit is Phone Mode Activation that should be used.

Flash Mode Activation(most of the newer models)

1. Connect a connector to you computer.2. Make sure that the phone battery is fully charged.3. Remove the phone battery.4. Remove the SIM Card.5. Reinsert the battery.6. Connect the phone to the connector/cable. If it is a USB-connected phone,

press and hold the C-button (or equivalent) on the phone when connecting.7. Wait for identification to start.8. If you see the Activation service in the Service list go to step 9. Otherwise click

on Server Search in Service details.9. Click on the Customization Activation service in the Service list.

10. Click Apply service in Service Details.11. If it is the first Activation service you are running you must enter the USB

activation dongles PIN code (later Activation services will not require the donglePIN code until Emma is restarted).

12. Wait for the service to finish.13. Disconnect the phone from the connector.14. Power on the phone.15. Press >*<<*<* on the phone to go to the Service menu.16. In the Service menu, go to Service info > SIM lock and check that the locks

are unlocked. Most locks will be unlocked after the Activation. If the locks arelocked and the digits are all zeroes, then the Activation has failed.

17. Power off the phone.

Phone Mode Activation

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1. Connect a connector to you computer.2. Make sure that the phone battery is fully charged.3. Remove the phone battery.4. Remove the SIM Card.5. Reinsert the battery.6. Power on the phone.7. Connect the phone to the connector.8. If drivers are needed you need to install these. To get a complete installation this

step may be repeated several times.9. Wait for identification to start.

10. If you see the Activation service in the Service list go to step 11. Otherwise clickon Server Search in Service details.

11. Click on the Customization Activation service in the Service list.12. Click Apply service in Service Details.13. If it is the first Activation service you are running you must enter the USB

activation dongles PIN code (later Activation services will not require the donglePIN code until Emma is restarted).

14. Wait for the service to finish.15. Disconnect the phone from the connector.16. Power off the phone.17. Power on the phone.18. Press >*<<*<* on the phone to go to the Service menu.19. In the Service menu, go to Service info > SIM lock and check that the locks

are unlocked. Most locks will be unlocked after the Activation. If the locks arelocked and the digits are all zeroes, then the Activation has failed.

20. Power off the phone.

Running a Service Exchange Unit (DPY/Z) Service1. Connect the connector/cable to your computer.2. Make sure that the phone battery is fully charged.3. Power off the phone.4. Remove and reinsert the phone battery.5. Connect the phone to the connector/cable. If it is a USB-connected phone,

press and hold the C-button (or equivalent) on the phone when connecting.6. Wait for the identification to finish.7. If you see the DPY/Z (Service Exchange Unit) service in the Service list go to

step 8. Otherwise click on Server Search in Service details.8. Click on the DPY/Z (Service Exchange Unit) service in the Service list.9. Click Apply Service in Service Details.

10. If you already have downloaded the service go to step 11. Otherwise, click OKin the Download Service window.

11. Wait for the service to finish.12. Disconnect the phone from the connector.13. Power on the phone. The phone automatically shuts down after a while.14. Power on the phone.15. Press >*<<*<* on the phone to go to the Service menu.16. In the Service menu, go to Service info > Software info .

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17. Scroll down and check that Customization contains a CS file system. ChooseOK.

18. In the Service menu, go to Service info > SIM lock and check that all locksare locked.

19. Power off the phone.

Parallel Flashing of PhonesUp to ten phones can be flashed at the same time.

1. Connect the phone to the connector.2. Connect the next phone. Repeat for each new phone.

ITP/Test

Getting an USB Phone Back to NormalAfter running an ITP service on a USB connected phone (K750, W800, W550…) youmay want to get it back to normal status.

1. Run a DPY/Z service and the phone is ready for customization.2. See Running a Quick Customize or Customize Service on page 25 .

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Troubleshooting

Recommendations for Successful Use of EmmaPhone Batteries:

• Make sure that the battery is fully charged, or use a dummy battery.• Before running a service, remove the battery from the phone and insert it again.

Services:• Run Emma online to get access to the latest services.

Log in ProblemsWhat to do if you have problems logging in.

1. The first log in after installation has to be done online (for each user account).Therefore make sure that you are connected to the Internet.

2. If you use a proxy to access Internet you may have to change the proxysettings. In the Login window, click Settings to open the HTTP ProxyConfiguration window, see Changing the Proxy Settings on page 7 .

Identification ProblemsWhat to do if identification fails.

Problem Possible cause SolutionThe connector icon isnot shown in ConnectorOverview.

You have not registeredthe connector or youhave deregistered theconnector.

Connect a phone tothe connector. Wait foridentification to start.Register the connector.

The connectoricon is shown inConnector overviewbut identification of thephone/device fails.

There is a connectionproblem.

Disconnect the phoneand remove andreinsert the battery.Connect the phone tothe connector.

Service ProblemsWhat to do if you have problems with the Service list or running a service.

Problem Possible cause SolutionIn Service details, thebutton Server search isgreyed out.

You have lostconnection to theserver, or a serversearch has been madeautomatically and is notneeded again.

Check your networkconnection. If problempersists it is stillpossible to keepworking in offline mode.

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Problem Possible cause SolutionWhen you connect apowered off phone a filemanager is shown andthe phone is poweredon.

The phone was notpowered off, it waspowered on and hadentered file share mode,or you did not pressand hold the C-button(or equivalent).

Disconnect the phone.Remove and reinsertthe phone battery.Connect the phoneto the connectorholding the C-button (orequivalent).

Activation Dongle ProblemsWhat to do if you have problems using the USB Activation dongle.

Problem Possible cause SolutionActivation fails, networkproblems.

Firewall, proxy. Go to https://cssemla.extranet.sonyericsson.com/.You should be askedto enter the DonglePIN code. A test pageshould appear. If youneed specific SSLproxy settings, clickTools > Preferences inthe Main menu.

Activation fails, dongleproblems.

No dongle, no dongledriver, no Middleware.

If there was noproblems with thenetwork but you arestill not prompted witha PIN, make sure thatyou have installedthe Dongle driver andMiddleware.

Activation fails, and youhave had more thanone dongle connectedto the computer.

Even if a dongle isremoved, Windowskeeps information aboutit. This causes theprogram to sometimeschoose a removeddongle rather than theone plugged in.

Restart your computeror follow the stepsbelow.

1. In Windows, click Start > Run .2. In the Run window, type mmc. Click OK.3. In Microsoft Management Console, click File > Add/Remove Snap-in in the

menu.4. In the Add/Remove Snap-in window, click Add.5. In the Add Standalone Snap-in window, choose Certificates and click Add.6. In the Certificates snap-in window, choose My user account and click Finish.7. In the Add Standalone Snap-in window, click Close.8. In the Add/Remove Snap-in window, click OK.9. Under Console Root in the Microsoft Management Console, choose

Certificates - Current User > Personal > Certificate .10. This will display the list of dongles that your computer is aware of.11. Right click on the dongle(s) that you want to remove and choose Delete.

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Removing USB DevicesUSB devices can be removed either manually or automatically.

Removing a USB DeviceIf you for some reason need to remove a USB device you can do that via the ControlPanel in Windows. USB devices not currently connected cannot be seen. To showthese devices follow steps 1 to 2. Then, to remove them follow steps 3 to 7.

1. At a command prompt, type: setdevmgr_show_nonpresent_devices=1

2. Press ENTER.3. In Windows, click Start > Control Panel > System .4. In the System Properties window, click the tab Hardware.5. Click Device manager.6. Click View/Show hidden devices.7. Delete the greyed out devices.

Automatic Removal of Unused USB DevicesWhen you connect a USB phone to the computer a new USB device is created inthe Windows registry for each phone. A large number of such devices can causeWindows to run slowly. Emma has a feature for automatically removing unused SonyMobile USB devices. The feature runs in the background at regular intervals andremoves unused devices if the total number of unused devices exceed a specifiedlimit. The interval and the limit can be changed.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window, click DeviceCleanup in the menu to the left.3. Enter new values in the fields for Minimum number of devives to start

cleanup and Time (in minutes) between checking device count.4. Click OK.

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Support

Support FunctionsWhere to turn for support support and error handling in Emma.

Support function ErrandsQueWeb. • Missing or incorrect software.

• When the upgrade/service run inEmma is OK, but there is problemwith the phone afterwards.

CS-Applications Support. • For all other problems with Emmanot handled in QueWeb.

Reporting an ErrorIf it is impossible to fix the problem or if something is obviously wrong you can sendin an error report.

1. Close Emma.2. Disconnect all connectors that you do not use. (This is to minimize the size of

the log file.)3. Remove the battery from the phone and reinsert it. Make sure that the battery is

fully charged.4. Delete old logs.5. Start Emma.6. Change the settings for the log file to Full logging.7. Reproduce the error, run the service on the phone until you get the error you

want to report.8. Close Emma. This is important or the log will be incomplete.9. Go to http://emma.extranet.sonyericsson.com/ .

10. Under "Support", click "Make a support request".11. Here you can find the support function that is suited for you.12. Describe the fault as detailed as possible and add screenshots.13. Send in the error report and a copy of the log file.

Finding the Emma Log FileIf you want to send in an error report you must include the Emma log file.

You can find the Emma log file in your computer in the Emma installation directory,usually: C:\Program Files\Sony Mobile\Emma\log\emma<username><starttime>.cry.

Emma Log LevelThe Emma log is used for troubleshooting.

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Setting the Emma log levelYou can change how much information you want Emma to record in the log file.

1. Click Tools > Preferences in the Main menu.2. In the Preferences window, click System Log in the menu to the left.3. Choose how much information you want to be saved by the log file.4. Click OK.

Emma Log LevelsThe log file is encrypted and if you want it analysed you must send it to support.

Emma log level DescriptionMinimal Only errors are logged.

Medium Errors and basic information is logged.

Debug Almost every activity is logged. This isthe setting you should use when youwant to send an error report.

Full Full activity logging. Only use this settingif instructed by Support.

Since the level affects how much information that is recorded, a log level set to Fulllogging can slow down Emma.